Technical Customer Support

Headquarters: Zurich, Switzerland URL: https://quickmail.com The role We are hiring a technical customer support person with an owner's mentality. You will own support for QuickMail and Mailflow, our deliverability add-on. There is no first or second line. You are the first and last person our customers talk to. Customers count on you to solve their problems and find the real cause when something breaks. You work closely with engineering, and you tell the founder what we need to know to make the product better: where the friction is and where the opportunities are. The role covers the help desk, system health checks, testing new releases before they ship, and leading the weekly team meeting. It takes excellent communication, solid technical understanding and sharp critical thinking. This is not a script-reading job. Most tickets involve deliverability, DNS records, LinkedIn automation or campaign setup. You dig into customer accounts in our Support Dashboard, reproduce the issue, then decide what to do and how to explain it to the customer. We are a remote team spread across time zones. Most routine tasks have a written guide with a checklist, so you know what done looks like. You are expected to refine and improve those processes. When something new comes up, you work out the most efficient way to handle it. If you want a lot of autonomy across many areas, real responsibility and a fast-paced environment, this role is for you. What work looks like You own two things: customers get unstuck fast, and the product stays reliable Every day ⁠Set the day's support priorities and work the Help Scout queue for QuickMail and Mailflow. Triage, resolve, and dig deeper when a ticket needs it. ⁠Check the support dashboard: job queue, event-stream latency, blacklist status, newly purchased domains. If something is off, investigate, diagnose, and drive it to resolution. ⁠Review fraud alerts and disable accounts that are scams or abusing the platform. Delighting customers Comfortable jumping on calls with customers, building rapport fast. and set them up for success. ⁠Update the changelog and help articles based on what shipped and what customers asked. ⁠Share customer feedback with the team, ask happy customers for reviews and case studies, and watch NPS for testimonial candidates. Making support smarter with AI ⁠Improve the AI support agent. Review its answers, fix the docs it drew from when it is wrong, and contact the customer when its reply was off. Write and maintain automated tests, built with AI, that try to break staging before customers do. ⁠Use the MCP connections we have in place (Helpscout, GitHub, Postmark, and others) to get an accurate picture of support and find the next thing worth improving. Keeping the product solid ⁠Gatekeep releases. New fixes and features land on staging every week. Test them, confirm when staging is ready to ship, and think through how existing and new users will be affected. Report bugs as GitHub issues with everything the developer needs: steps to reproduce, screenshots or a Loom, and any GraphQL or console errors. ⁠Captain red alerts. When a core feature breaks (emails not sending, login down), confirm it, alert the team on Slack or Telegram, update the status page every 30 minutes, keep affected customers informed, and drive the fix. Then run the retrospective so it does not happen twice. Running the week ⁠Lead the weekly team meeting in MonsterOps: issues written up, to-dos done, numbers updated. ⁠Keep rock status and KPIs current in MonsterOps. Tools you'll use: Helpscout, our Support Dashboard, Sidekiq, GitHub, Slack, Telegram, MonsterOps, Outline, MxToolbox, Postmark, Bento, TidyCal, Fathom, Visual Code and Claude. Requirements Who you are You build rapport fast. You are warm, positive, and relatable in writing and on calls. You are a good communicator. Externally, you can show warmth, empathy and care. Internally, you are able to communicate clearly and concisely about important things. You ca